Technology and Service Quality in the Banking Industry: An Empirical Study of Various Factors in Electronic Banking Services

Technology-based self service has greatly changed the way that service Firms and consumers interact and are raising a host of research and practice issues relating to the delivery of e-service which has become increasingly important not only in determining the success or failure of electronic commerce but also in providing consumers with a superior experience with respect to the interactive flow of information. The purpose of this research study was to establish the relationship between technology and service quality in the banking industry in Nigeria. The research was carried out through a cross sectional smvey design which questioned respondents one e-banking services. The population of study mainly constituted of customers of Oceanic bank within Lagos metropolis and its environs. The respondents of the study were customers of banks using e-banking services (internet banking, mobile banking and AIM). The sample in this study consisted of 120 respondents who are users of thee-banking services. The data collected was analyzed by use of frequency, percentage, means and correlation analysis. The findings revealed that secure services as the most important dimension, followed by convenient location of AIM, efficiency (not need to wait, ability to set up accounts so that the customer can perform transactions immediately, accurately of records, user friendly, ease of user, complaint satisfaction, accurate transactions and operation in 24 h)

Quality modeling in electronic healthcare: a study of mHealth Service

Information and communication technologies (ICTs) have the potential to radically transform health services in developing countries. Among various ICT driven health platforms, mobile health is the most promising one because of its widespread penetration and cost effective services. This paper aims to examine Quality Modeling in Electronic Healthcare by using PLS based SEM

Relationship between E-CRM, Service Quality, Customer Satisfaction, Trust, and Loyalty in banking Industry

E-CRM strives to enhance customer service, build relationships with customers, and keep key clients. E-CRM deals with technology, people, and processes and with the goal of fostering customer loyalty. This paper aims to investigate the relationship between E-CRM, service quality, customer satisfaction, trust, and loyalty in banking industry. In order to gather sufficient reviews, a literature review was carried out utilizing a number of corresponding publications that were indexed in reliable databases. A model that highlights the relation between E-CRM and customer satisfaction, service quality, trust, and loyalty is also shown in this study. The supervisors of administrative organizations can utilize this research\u27s insights into E-CRM to build client loyalty and increase the revenue and profitability of their fir

Trust, Security and Perceived Risk Models for Designing Internet Banking

This research assesses the behaviour patterns of existing bank customers towards Internet banking service in the UK (non-adopters and adopters), and their continuing usage or abandonment of service. The study also develops a theoretical model for trust, risks and Internet banking security, to achieve safety in the area of Internet banking services. Specifically, the majority of existing studies neglect patterns of post-adoption (continued use and abandonment of use) of Internet banking; focusing instead on either adoption or acceptance of internet banking (pre-adoption). The research in this thesis responds to this gap in the existing literature, offering a reassessment of the authentic use of Internet banking services in the UK. It does so by exploring the influence of trust, perceived risk, and security concerns, on customers’ behaviour and intention to use or not use Internet banking services. To address the study aims, it first develops conceptual frameworks. These encompass trust, security and perceived risk factors, and identification, and determine what influences consumers in their non-adoption, adoption, continued use, or abandonment of Internet banking. The study investigates customers located in Leicester city, and applies a quantitative research design, using a survey as the primary means of data collection. There were eight hundred and thirty eight valid copies (838) of the questionnaire, comprising a sample of 503 Internet banking users, 291 non-users of Internet banking and 44 abandoners of Internet banking. III A combination of simple regressions, correlation coefficients and frequencies (Categorical Variables), was used to analyse the data, by subjecting it to statistical analysis software SPSS. Initial statistical results displayed that 34.7% of the study sample were non-users of Internet banking, with Internet banking services abandonees being a minority. They represented just 5.30%, i.e. 44 customers from an overall study sample of 838. For them, trust, security and perceived risk were significant influences. Similarly, in adoption and continuity models, 60% of active users mentioned that trust has a low effect on their intentions for Internet banking adoption, while security and perceived risk had a very low influence on service adoption. On the other hand, the findings demonstrated that one-third of the users sampled mentioned other Internet banking adoption factors besides trust, namely: convenience, ease of use, saving time, ease of access, good monitoring and control of accounts, and speed when performing transactions. With regard to the continuity of usage, 87% of service users agree, or strongly agreed, about their future intentions regarding continuity. Reasons for continued use of Internet banking were trust, security and perceived risk. Additionally statistical analysis found weak relationships between perceived intentions and three factors. Further, the findings also highlighted that the relationships between demographic characteristics and customers’ trust, security and perceived risk were weak in three areas (Non-users, Abandoners and Users). One of the main contributions of this study is the development of a safety area model for Internet banking usage. The safety aspects identified were trust, security and low-risk degree between 53%, 51% and 9%, according to customers’ recommendations. IV This model will serve as a basis for future studies, to determine safety area in which to exercise Internet banking. However, the usefulness of this may vary from one environment to another and by time. Overall, the research contributes to knowledge and understanding of Internet banking patterns during two phases: pre-adoption and post-adoption of services (non-adoption, abandonment, adoption and continuity of use).Moreover, the research findings and insights will help bank executives, developers, academics, managers, and stakeholders, to formulate strategies and service frameworks to induce clients to accept services. Furthermore, maximising productivity and profitability through the creation of sustainable relationships in the long term with users will improve their satisfaction and retention. Bank administrators and decision makers should take advantage of the safety area model, and consider the views and recommendations of customers

Disclosure of Financial Reporting of Islamic Financial Institutes of Bangladesh: A Concept of Relevant Reviews

Islamic banking is a system of banking that avoids receipt and payment of interest in its transactions and conducts its operations in accordance with Shariah principles to achieve the objectives of Islamic economy. The main objective of this review paper is to compare the level of disclosure of information by the Islamic Banking sector in Bangladesh. Multiple linear regression techniques will be used to test the hypotheses under study. The findings of this review paper is the supervisory authorities should recognize the need to set up a regulatory framework that, while consistent with Islamic precepts, would be pragmatic and flexible enough to meet internationally-accepted prudential and supervisory requirements. Effective prudential supervision of Islamic Banks in their home countries is important to foster integration between Islamic and conventional banking systems

Factors Determining the Purchase Intention of Bank Services in the Republic of Yemen

The issue of motivating consumers to use the banking system was solved in developed countries and in some Middle Eastern countries. However, it is still unpredictable in Yemen where the majority of the people do not use banking services to facilitate their financial needs. Therefore, it shapes a real problem and negatively impacted the Yemeni economy. This research project aimed to provide better awareness of the variables that might affect people to use the Yemeni banking system by applying the theory of reasoned action. This study is cross-sectional, 850 questionnaires were distributed to part time university students. Multiple regression analysis was conducted to determine the contribution of independent variables in predicting behavioral intention, the dependent variable. Moreover, hierarchical regressions were used to test the effect of trust as a moderator variable. Eight variables of attitude and subjective norm were significantly and positively influence university student's behavioral intention to use banking services namely, attitude toward bank usage, attitude towards banking services, attitude toward service quality, attitude towards banking legal framework, social influence, recommendation by others on bank services, and bank advertisement. On the other hand, cultural belief was significant but in the negative direction. As well as, student’s trust had a statistically moderating effect with only three out of eight variables on the behavioral intention namely attitude toward bank usage, recommendation by others on bank services, cultural belief. The study had a significant contribution to the academic understanding of consumer's behavioral intention in Yemen, which might guide bankers and policy makers to use the right strategy in order to attract more consumers to use the banking system

The Impact Of Mobile Banking Customer Experience On Loyalty Among Millennials In South Africa

The modern environment of pervasive interconnectedness via mobile devices and services makes it important to understand the nature of customer-bank interactions and relationships. Businesses that offer mobile banking are trying to provide their customers with improved customer service and experiences. The objective of this study is to examine how customer experience of mobile banking influences loyalty towards the bank. This study focuses on the millennials in South Africa. Banks need to remain competitive in the ever-changing business environment. Millennials are one of the largest customer segments with a large digital and mobile appetite; as a result, they form a natural target for banks. To increase their customer base, banks need to ensure that their customer experience strategy caters for these young customers in accordance with their expectations. However, customer experience within mobile banking is under researched. Previous studies in this research area have focused on customer experience in traditional banking context. This study tries to fill the gap by exploring the factors that influence customer experience in mobile banking and also understand how this experience influences customer loyalty to their bank. Considering this, a broad literature review was done that revealed the factors that influence mobile customer experience. Based on literature a conceptual model was developed and this model was used a framework for investigating the research problem. This study used a mixed methods strategy and collected data from 344 mobile banking users via an online survey questionnaire and further, 10 semi-structured interviews were also conducted. The research hypotheses were tested through regression analysis and this resulted in 4 out of 8 research hypotheses being supported. Thematic analysis was used for both the open-ended questions in the survey and the 10 interviews. The results showed that convenience, ease of use and customization are the most significant factors that influence customer experience in mobile banking, whereas the customer experience was in turn found to have a significant influence on customer loyalty. Through conducting this research on millennials in South Africa, this study has expanded the knowledge of mobile banking research in the country. A valuable contribution was made by this study, as this study gave better insight into the factors that significantly influence the customer's experience of millennials in mobile banking. This study recommends that, it is important that banks as well as other firms that offer mobile banking offer a mobile app that is convenient and lets customers to perform their activities in a flexible way in their own time, easily and in a customizable manner. Therefore, should banks implement this study's recommendations it will be beneficial for them as this will result in increased loyalty of their millennial mobile banking customers

NAVIGATING THE DIGITAL SHIFT: HOW ACCEPTANCE FACTORS SHAPE MALAYSIA'S BANKING EVOLUTION

This study investigates the factors influencing Malaysian consumers' intentions toward digital banking. Digital banking has revolutionised the traditional banking industry by leveraging technology and the internet to provide convenient and accessible financial services. In Malaysia, the adoption of digital banking has been slow, with only 31% of Malaysians interested in digital banking services. This is due to several factors, including security concerns, a lack of trust in digital banking platforms, and the perceived difficulty of using these platforms. This study uses the responses of 392 Malaysian consumers on their perceptions of digital banking services. The study results show that perceived awareness and risk are the most significant factors influencing Malaysian consumers' intentions to adopt digital banking. The findings of this study have implications for banks and financial institutions in Malaysia. Therefore, banks need to address consumer concerns about risks and security and make their digital banking platforms more user-friendly to increase the adoption of digital banking services.  Article visualizations

Exploring digital transformation and technological innovation in emerging markets

This research aims to fill the research gaps regarding customer preferences for digitalization to create value for retailers and customers, as well as focus on retail change and shopping behaviour in grocery retail stores in the emerging market. This paper contributes to the research in this area by evaluating customers’ and retailers’ attitudes toward digital transformation in retailing through interviews. Methodologically, 200 questionnaires were gathered, and data were analysed with the partial least squared structural equation modelling method. Findings: The findings of this study reveal that the effect of digital transformation in the retail industry will be more apparent in an emerging market. Originality: The paper’s originality consists in understanding the future retail structure in an emerging market. Notably, focusing on business-to-consumer businesses appears helpful in distinguishing between behavioural (buying) intention and online buying behaviour (actual usage) in an emerging marke